Customer Care Training

Max number of delegates:  12                     

Duration: 1 Day

Length of certification:  3 Years        

Accreditation:  Certificated

Who should attend?

This course is designed for any employees that are required to interact with customers and colleagues whilst carrying out their duties to provide a first-class customer experience.

Aim

To provide delegates with a thorough understanding of how to provide excellent customer service to external customers and colleagues within their organisation.

Attendees will achieve a clear understanding of how various factors can influence the customer journey and internal relationships.

Content

• Describe how beliefs and respect can drive behaviour
• Make the link between internal and external customers
• List the benefits of customer service excellence
• Understand the customer journey
• Explain the difference between responding and reacting to a customer
• Differentiate between passive, aggressive and assertive behaviour
• Use communication skills to deliver customer service excellence
• Common causes of customer complaints
• How to deal with complaints
• Recognise a structured approach to phone calls and email communications
• Maximising customer engagement
• Time management
• Recognise the change process and employ practical tips to develop their own performance

Training Methods

A high proportion of classroom-based tutorials concluding with role play based training and assessments.